Bloch & Antaki 2018 Main document v03 .pdf (416.65 kB)
The pivot point between problem presentation and advice in a health helpline service
journal contribution
posted on 2018-11-26, 09:37 authored by Steven Bloch, Charles AntakiThis paper examines interactions between callers to a health helpline and specialist nurses. Helpline call-takers must judge the appropriate moment to move from listening to the caller's problem to offering them the appropriate service. In a study of Parkinson's UK nurse call-takers, we find that the pivot is the point at which the caller reports the upshot of their trouble in terms of an impact on their daily life. Indeed, if the caller seems likely not to produce this upshot report, it is generated by the call-taker. Using the methods of Conversation Analysis we analyse how these upshot formulations are reached, and how the call-taker subsequently edits them to deliver a service that stays within their institutional guidelines. The findings contribute to sociological and clinical understandings about how health problems are framed and managed interactionally in order to reach a deliverable outcome for both participants in a helpline environment.
History
School
- Social Sciences
Department
- Communication, Media, Social and Policy Studies
Published in
Applied LinguisticsVolume
40Issue
4Pages
699 - 716Citation
BLOCH, S. and ANTAKI, C., 2018. The pivot point between problem presentation and advice in a health helpline service. Applied Linguistics, 40 (4), pp.699-716.Publisher
© Oxford University PressVersion
- AM (Accepted Manuscript)
Publisher statement
This is a pre-copyedited, author-produced version of an article accepted for publication in Applied Linguistics following peer review. The version of record BLOCH, S. and ANTAKI, C., 2018. The pivot point between problem presentation and advice in a health helpline service. Applied Linguistics, 40 (4), pp.699-716 is available online at: https://academic.oup.com/applij/article/40/4/699/4953515 and https://doi.org/10.1093/applin/amy014.Acceptance date
2017-10-17Publication date
2018-03-24ISSN
0142-6001eISSN
1477-450XPublisher version
Language
- en